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Patients Complaints Notice

Policy Statement

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints properly so customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

Complaints Policy

  • Patients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
  • Patients are encouraged to discuss any concerns about treatment and service with their treating clinicianor they can complete our customer feedback form.
  • Clinicians and staff can also use the feedback form to record any concerns and complaints about the quality of service or care to customers.
  • All complainants are treated with respect, sensitivity and confidentiality.
  • All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
  • Patients and staff can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
  • Patients, clinicians and staff will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

If you feel you would like to raise concerns in the first instance please either ask to speak to Lisa McKinnon our Complaints Office or write to Lisa McKinnon at the clinic.

We will respond within a reasonable timeframe and also advise you of the process in detail inc a copy of the Code of Practice for patient complaints.